Help Desk Technician

About the role

Join Experian’s global team as a Help Desk Technician, providing first‑ and second‑level technical support to clients via phone and email. You will work within established procedures to resolve issues, ensure timely follow‑up, and contribute to a high‑performing support environment.

Key responsibilities

• Handle incoming client requests related to Experian products and services through phone and email.
• Identify the root cause of issues and guide users through resolution using internal and external resources.
• Document all case activity daily in the ticketing system following departmental guidelines.
• Maintain daily email follow‑up to ensure case progress and meet required online hours.
• Participate in scheduled after‑hours on‑call support.
• Assist peers with second‑level troubleshooting and more complex cases.
• Manage escalated issues assigned by managers, including conference calls with internal or external clients.
• Support training and cross‑training of technicians and suggest process improvements.

Required profile

• Strong communication skills to handle client interactions via phone and email.
• Ability to follow internal procedures, policies, and SOPs.
• Willingness to participate in after‑hours on‑call rotations.
• Team‑oriented mindset to assist peers and contribute to training initiatives.
• Proactive attitude toward process improvement and departmental efficiency.

Required skills

What we offer

• Medical, life and dental insurance
• International Share Save Plan
• Flex work / work from home options
• Paid time off and annual performance bonus
• Education reimbursement and referral program
• Inclusive culture focused on DEI, work‑life balance, and employee wellbeing